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  1. Would it be possible to include a spell/grammar check functionality?

    Most QA scorecards have a section for grammar, formatting, punctuation, etc. In the current version of Playvox, there is no spell/grammar check functionality. Furthermore, you are UNABLE to copy the text from the corecard as that click function is to highlight only (unable to copy). The workaround is to leave the tool, go to the original ticket, and then copy/paste the text in a word doc.

    3 votes

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  2. We would really benefit from being able to run a report to confirm any agents that are NOT allocated to a workload.

    It is confirmed via User Management if an agent is assigned to an active workload, so there is some kind of link of this data in the system.

    Going forward and extension to this request would be to be able to export a report that lists all agents and what workloads they are allocated to.

    3 votes

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  3. Ability to report on when accounts are made inactive. This has been a request from our security team to be able to confirm when certain accounts were deactivated to prove we acted on the request in a timely manner (ie users whose roles gave them a high level of access to the system) I can access info via an API as provided by Nelson but I need to be able to search by user name and show who deactivated and when.

    3 votes

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  4. We would like to receive email notifications when an agent adds a comment to their evaluations so they don't miss them amongst the other notifications.

    3 votes

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  5. "Create the Total Sampling Using: Quantity" sampling does not allow a number bigger than 1000

    3 votes

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  6. Ability to pull a report showing all the evaluations that have been deleted, who deleted, when deleted and even some details of the evaluation - agent name, date of eval, quality score etc?

    3 votes

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  7. Would love to see the ability to adjust evaluation data so that if a monitor is submitted against the wrong team, the results can be fixed. I'd prefer that evaluations(at least in the team sense) are dynamic instead of static.

    EXAMPLE - If I submit against Team B and meant to evaluate Team A, I want to be able to adjust the evaluation to show up against Team A retroactively without having to delete, submit again, and scrub the inital results from our data lake. This ensures that all of our front-end reporting matches results outside of Playvox and that…

    3 votes

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  8. To be able to see in the “Reporting” tab results from the fail reasons in the scorecard. Right now, we have to manually pull from “Evaluations” into Excel and make pivot tables from there.

    3 votes

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  9. How disputes should be used:
    The function should be used for disputes as well as for clarification requests and general questions regarding a certain question or section in an evaluation.
    The agent can create a dispute without choosing any specific topic (dispute, clarification, general question). After a dispute is received, the evaluator can then change it to a clarification request, if applicable.
    Problem:
    Employees are a bit scared to use the feature as they assume it is only for pure disputes. They don't open a dispute for unclear cases (clarification) because they think it would be too big of a…

    3 votes

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    Acknowleged  ·  1 comment  ·  Disputes  ·  Admin →
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  10. An option to enable Mandatory Dispute Categories

    3 votes

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  11. Having the question description only show up while hovering over the "?" is terrible. It should be visible at all times.

    3 votes

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  12. On the evaluations tab, it would be great to have an all "live" filter for the date filter.
    Insted of locking the end date, have this end date to be live and updated for the current date.

    3 votes

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  13. It would be great for the feedback summary to be viewed at the top of the evaluation so the agent can read the overall summary and then delve into the particulars of each criterion.

    3 votes

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  14. I often get flagged interactions from other areas of the business, when searching the interaction manually under filters, it would be great if this is assigned in a current workload or was skipped in a past workload.

    3 votes

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  15. 3 votes

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  16. Currently, you can only select ''Fail Section'', ''Fail All,'' and ''Notify'' options as ''Actions'' if a rule is met in Scorecards. Adding ''Set N/A Answer'' would be a neat addition because some criteria makes others redundant in certain scorecards. This would be great for efficiency.

    2 votes

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  17. Monthly, the case reason data is necessary for reporting for the following reasons:

    (1) Determine which case reasons are Met and Not Met %.
    (2) Have visibility on the count and types of evaluated case reasons.
    (3) Know the specific areas for improvement by case reasons that our agents needed for a refresher/training, and coaching.

    **The custom field feature in Playvox does not generate the above-mentioned data report we needed. We are looking forward to the generation of this "feature" option so that we can eliminate manual tracking and report data seamlessly and quickly.

    2 votes

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  18. Reports: present monthly comparative error recurrence across all views, team, agent and scorecard.

    2 votes

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  19. My team and I are using the PlayVox disputes page, and to be able to analyze the disputes we need the interaction ID to be implemented, which would be, for example, pusher-chats.5db5ba31-152e-4baf-9464-677ed65dbd6e. 20230913191139.

    What we want is for an Interaction id column to be added next to the Evaluation column on the disputes page or within the Excel file, since there is an export to excel option.

    I am sending a screenshot of the disputes page where the Interaction id column should be in accordance with my suggestion. Thanks

    2 votes

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  20. The ability to increase the number of users in calibrations, up to 500, through an upload feature. Currently, users have to be manually and individually selected.

    2 votes

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    Acknowleged  ·  0 comments  ·  Calibrations  ·  Admin →
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